Complaints

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the month of September 2023 our vehicle, a 2016 Lincoln MKX, was struck by debris on the roadway causing minor damage to the lower front driver side area. This did not affect the operation of the vehicle but was not cosmetically appealing. On 9/15/2023 we took the vehicle to Everett Repair Center at the encouragement of Everett Ford, who normally does the maintenance on our vehicle. We were provided an estimate to repair the vehicle by ****** ***** in the amount of 199.06, we agreed to purchase the part needed for the repair separately from Everett Ford directly. On 9/25/2023 we were told the vehicle was repaired and ready to be picked up. Before we left the parking lot with the vehicle the check engine light and hood latch light both illuminated on the vehicle display. We brought this to the attention of the shop foreman at the time identified as "***". *** had to rely on YouTube videos to reset the hood latch light, in regard to the check engine light he told us we would need to look up our own YouTube videos to reset it. This was following receiving payment for the work also. At this point we had to leave as nothing else was being done to assist us. The check engine light consistently goes on and off since the work was completed. Most recently we now have a check headlamp light illuminating, upon further observation it appears both headlights on the vehicle are taking in moisture. It was also noted that the vehicle grill was not placed on the vehicle properly and is not aligned appearing to have caused the headlight issue. There are also gouges in the bumper and fender where it appears a tool was used to force the grill into place on the vehicle. We contacted the repair center but have been put off due to holidays and vacations taken by the shop foreman. The resolution at this point is to take the vehicle apart and attempt to dry out the headlights. We do not have any confidence at all this person can repair the vehicle, it is worse now than prior to the repair. We would like a refund or repair completed by a competent technician. We've made several attempts to contact this individuals supervisor, ***** ******, however we can't seem to get a call back at a time when it is known we will be available. I do believe that the business is potentially avoiding addressing this issue due to the mistakes made involving the repair. It is understood this was a very minor issue, however it appears this is now a more serious issue due to the work or lack of completed. Photos and documents are available if needed upon request.

  Business response

  02/13/2024

  Thank you for bringing this to my attention. We will be happy to reimburse the customer. Our team will reach out to the customer today. 

   

   

   

  ****

  Customer response

  02/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: Shortly after filing the complaint we visited the Everett Infinity Service Center by appointment.  We had the expectation the vehicle would be repaired.  We met with "***" the previous technician who had worked on the vehicle.  *** told us that the best he could do for us was to take the vehicle bumper off, remove the headlights, and utilize water to show us the seals in the light assembly was not broken or damaged.  Based on our previous experience with this individual repairing the vehicle we did not feel this was a resolution.  Additionally this wasn't a repair, just taking the vehicle apart and putting it back together, with no real solution to the original issue.  We declined this and the only other option was a refund, which we were provided, however the vehicle still remains without repair.  We have had issues with finding another shop to repair or look at the vehicle due to the damage caused by Everett Service Center.   While at the shop on  this day *** told us he did not know how to work on the type of vehicle we own, he suggested we take the vehicle to a luxury repair center where technicians are trained to work on these models.  We mentioned that we would not have brought the vehicle to them had we not been advised by Everett Ford, who we have trusted to maintain our vehicle, to do so.  We found it interesting also that apparently Everett does not know much about luxury vehicles,  apparently our Lincoln, which is made by Ford, falls into this category.  We were also under the impression that Infinity makes some luxury models.  How interesting that a large dealership such as Everett does not have anyone who knows how to work on luxury cars that they have on their lots.   We asked to speak with ***** ******, the shop manager numerous times, we had made an appointment to do so.  We didn't speak with him until he obtained this complaint.  While we are trying to get our vehicle fully repaired I will be sure to let everyone know, especially if they are looking to buy a luxury car, not to shop here.   They openly admit they have no idea how to work on any of these types of vehicles in the body shop/service center. 
  
  Sincerely,
  
  ******* *******

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